Onsite Solution Design Lead — Contact Center & Transformation

Infosys BPM Philippines; Philippines; On-site; PHP 2,000,000 - 2,800,000; Full time

Benefits offered by this job

Quarterly bonus

Career development opportunities

Work-life balance

HMO + 2 dependents

24 leaves annually

On-site facilities

Job summary

Infosys BPM Philippines invites a seasoned Solution Design Manager to lead solution design initiatives for client engagements in the Philippines. You will drive end-to-end client interactions, shape service offerings, and guide continuous improvement projects within Infosys guidelines.

The role requires extensive BPM experience, especially in contact center contexts, with a strong focus on market intelligence, RFPs, and collaborative internal branding. Onsite work at BGC Taguig is expected.

Qualifications

• 10-15 years BPO/BPM experience is required.
• Must have worked in customer service operations in a managerial role.
• Prior solution design experience in the Contact Center industry is a must.
• Willingness to work onsite in BGC Taguig.

Responsibilities

• Client Interactions (TIG, Transition, Transformation): Creates solutions tailored to client context and leads interaction sessions.
• Competitive and market analysis: Gathers and analyzes market intelligence and provides inputs for gap analyses.
• Continuous process improvement: Participates in improvement projects to meet goals.
• Contract negotiation: Creates and reviews the SOW to define terms for a solution.
• Creating collaterals: Guides the team to prepare collateral like flyers and case studies.
• Define Service market strategy: Provides inputs for strategy by analyzing market segments.
• Define the solution: Develops POVs describing proposed solutions including pricing and operating models.
• Develop the customized solution: Creates differentiated value propositions.
• Internal branding: Produces collateral for internal stakeholders.
• Knowledge Management: Creates reusable artifacts for knowledge repositories.
• RFP Process: Drives RFP responses per process to bid for deals.
• Transformation process: Participates in transformations to meet goals.
• Understanding Client Business Context: Engages with clients to tailor solutions.

Skills

Solution design experience

Customer service operations management

Stakeholder management

Market intelligence

Job description

Infosys BPM Philippines invites a seasoned Solution Design Manager to lead solution design initiatives for client engagements in the Philippines. You will drive end-to-end client interactions, shape service offerings, and guide continuous improvement projects within Infosys guidelines.

The role requires extensive BPM experience, especially in contact center contexts, with a strong focus on market intelligence, RFPs, and collaborative internal branding. Onsite work at BGC Taguig is expected.